CA Service Management

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  • 1.  Automatically Create Incident

    Posted Dec 01, 2016 02:41 AM

    Hi Team,

     

    There are two independent service desk implemented in the same network in our environment. The requirement is that, whenever an incident/request is created in service desk 1, it gets replicated (with same requestor, assignee, category, priority, open date and so on) in service desk 2. Although ref_num can be different in service desk 2.

     

    Kindly provide your guidance on how to use the webservices to achieve this. Is it possible to call the webservice from detail_in page after it is saved and pass all the parameters provided?

     

    Thanks & Regards,

    Balram Singh Deswal



  • 2.  Re: Automatically Create Incident

    Posted Dec 01, 2016 06:27 AM

    Hi Balram,

     

    It's possible, You can be use to CA PAM for this case

     

    1. You can design a runbook and a SRF which form properties define as "macro" on CA PAM.

    This runbook can be get the informations of incident/request is created in service desk 1 and then create and set these informations to service desk 2 via using web service or CA SDM connectors

    2. You can define IT PAM macro on SDM-1 which call the SRF form

    3. You can define an event (you can define the IT PAM macro as Action True Macro on this event ) which is call "initial" activity of ticket

     

    when the ticket create in SDM-1 then initial activity trigger this event then trigger runbook on CA PAM. runbook gets the infomartion of tickets and passes the SDM-2 by create ticket connector.

     

    I hope its help,

     

    Best Regards,

     

    Türker



  • 3.  Re: Automatically Create Incident

    Posted Dec 01, 2016 07:57 AM

    It may be beneficial to take a look at CA Normalized Integration Management for Service Management for this purpose, as it may be simpler and as such cheaper to maintain.

     

    Thanks,

    John Sorensen



  • 4.  Re: Automatically Create Incident

    Posted Dec 06, 2016 12:07 AM

    Hi Türker,

     

    Thanks for your response!

     

    With this approach, we need to integrate CA PAM with two service desk. Is it possible? 

     

    Kindly provide more details on this approach.

     

    Regards,

    Balram



  • 5.  Re: Automatically Create Incident

    Posted Dec 07, 2016 05:22 AM

    Hi Balram,

     

    It should be possible to integrate PAM with multiple applications, much like we already do when we point PAM to CATALOG, SDM and\or ITPAM at the same time. You would simply need to create multiple process to be called by the different applications.

     

    Kind Regards,

    Brian